Support Analyst, Level 1

PAR Technology•New Hartford, NY

1d•$52,000 - $57,000•Remote

About The Position

The Support Analyst, Level 1, is primarily responsible for supporting our clients that use PAR OPS as part of their daily routine inside of their restaurants. Our software is a back-office solution for restaurants that provides functionality around cost of goods, scheduling, payroll, reporting and many other operational purposes. The most important and first task you will be responsible for is learning our software to become a subject matter expert, which will allow you to provide exceptional service to our clients. A successful candidate will have outstanding oral and written communication skills with a strong passion to learn and solve problems. You will also resolve issues or address concerns directly with clients and work with others in a team environment. Our company highly values collaboration, teamwork, and positive attitudes.

Requirements

Comfortable in a dynamic, agile atmosphere of a technical organization with an expanding customer base.
Outstanding oral and written communication skills.
Strong passion to learn and solve problems.
Excellent written communication skills (75% email support).
Strong verbal communication skills (25% phone support).
A passion for continued education (growing both technical and interpersonal skills).
An independent problem solver who enjoys finding solutions and proactively seeks out team collaboration.
Must be self-motivated with the ability to work independently as well as with a team.
Highly developed attention to detail and organizational skills; ability to see the larger picture.
Skill with Microsoft Office products, specifically basic Microsoft Excel knowledge (filtering, sorting, and analyzing data).
Sense of urgency and goal-oriented mindset with the desire to succeed.

Nice To Haves

Ideal applicant will have a restaurant management background with some experience working with POS and/or back-office programs.
Technical degree, certifications or equivalent experience preferred.
2 - 3 years’ experience working with technology in the Hospitality industry preferred.
Previous restaurant management experience preferred.

Responsibilities

Learn PAR OPS software to become a subject matter expert.
Provide exceptional service to clients.
Resolve issues or address concerns directly with clients.
Work collaboratively with Senior Analysts, Team Leads, and Management.
Receive and respond to support requests (calls and emails) from restaurant managers experiencing challenges utilizing PAR OPS.
Diagnose, troubleshoot, and escalate issues to Concierge Services and Level 2 Support analysts as needed.
Create, manage, and prioritize support requests through our ticket tracking software, Service Cloud.
Contribute articles to internal knowledge base and upload relevant information to internal SharePoint page.
Utilize a variety of programs to complete job functions including Data Central, Microsoft Office (OneNote, Teams, SharePoint, Outlook, etc.), RightAnswers, and Service Cloud.
Address technical issues by analyzing root causes, making informed decisions to resolve challenges often under time constraints.